ComplaintsforSHEIN
Online Retailer
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I made a clothing purchase with Shein in March of 2021 and returned it in April within their 45 day return policy. I received an email on August 22 that said my refund had been processed. I have emailed them numerous times and have yet to get my refund.Business response
11/30/2023
Hi! Hope you have a nice shopping experience here.
For any issues, you may contact Customer Service by ********************** app.
Click "me"-->support-->customer service-->type your question directly in the message box to get an answer or solution. If the answers don't match, please go ahead and describe the issue in detail.
We'll be glad to help you further.Initial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I placed an order on November 7th, 2020. I received an email stating my order was delivered and signed for on November 17th. Ive checked my mailbox, my Amazon hub + associated email, and my front door. I've tracked my order through ***** I submitted an inquiry, a **** worker followed up with my inquiry and took notes regarding my order that I have still not received on November 24th, 2020. I would either like a refund or for my order to be replaced and mailed back out. Thank you very much.Product_Or_Service: Shein online order Order_Number: ************Business response
11/20/2023
Hi,
We're so sorry for the experience you had.
For additional support, contact our customer service center via this link **************************************************************. Please type your question directly in the message box to get an answer or solution.
You can also contact us in the SHEIN app by following these steps after logging in:
1. Please click "me"
2. Support
3. Click customer service
4. Select a subject
If the problem remains unresolved, please go ahead and describe the issue in detail and submit a ticket to get manual service. We'll offer a proper solution for you asap.
Yours sincerely,
SHEINInitial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I spent $142.59 on an order for a Fall themed family photoshoot. It's currently November 17th and I still don't have my package. On the site it says it was supposed to be delivered on November 8th and it's still in transit but arriving late.It's been stuck on that prompt since the 8th. I tried contacting Shein several times and haven't heard a response this is extremely frustrating and unprofessional. I've waited so long for this order to come only for it to never come and now my family photoshoot is ruined because everyone's outfits were from Shein Product_Or_Service: Clothes/ handbags/socks Order_Number: GSHM9100B0000NHBusiness response
11/23/2023
Hello good afternoon
We received your complaint at BBB and want to confirm if your issue has already been resolved?
Do you have any further questions that I can help with?
If not, I hope your issue has now been resolved.
If you are satisfied with our service, thank you for updating your review on the BBB website.
Thank you for your understanding and cooperation!
Best regards,
SHEINInitial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered from Shein.com over 2 months ago. I accidentally paid twice for an order and was refunded the overcharged amount. My bank account proved this transaction. After numerous attempts in trying to contact Shein to get my order shipped I have been unsuccessful in doing so. When checking my order status it continues to show Processing after the order was paid. They have my payment and also my order and will not ship it out. I was working with Paypal with this matter and was given a customer service phone number that is invalid. I have tried using the automated chat link with Shein and bit just sends back these prefilled messages that go nowhere. This has been going on for months now and they have my money and my order. I need this resolved. Please help Product_Or_Service: Product Account_Number: ***************Business response
11/23/2023
Hello good afternoon
We received your complaint at BBB and want to confirm if your issue has already been resolved?
Do you have any further questions that I can help with?
If not, I hope your issue has now been resolved.
If you are satisfied with our service, thank you for updating your review on the BBB website.
Thank you for your understanding and cooperation!
Best regards,
SHEINInitial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
They are refusing to issue a refund for a lost package. Im trying to get my money back and constantly get the run around with internet bots. No actual phone number to contact these people and have given them $100 and no actual package. Again its lost but they sre refusing to refund me the money. Telling me i should contact the shipping company myself and talk to them. Absolutely not. They are the business. Im the customer. Its not my job to do their job and now i have no package and out $100Business response
11/30/2023
Hi! Hope you have a nice shopping experience here.
For any issues, you may contact Customer Service by ********************** app.
Click "me"-->support-->customer service-->type your question directly in the message box to get an answer or solution. If the answers don't match, please go ahead and describe the issue in detail.
We'll be glad to help you further.Initial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I still have not received an email in spam or any other regarding my missing merchandise and no refund . I emailed SheIn who states it will be reviewed but never received another response. They have not followed up and did not deliver merchandise while they did receive full payment. I previously accepted the business response pending further review but nothing has been doneBusiness response
11/22/2023
Hello, sorry for any inconvenience.
To protect your privacy, we suggest you contact our customer service through this link: ********************************************************************; Please type your question directly in the message box to get an answer or solution.
If the answers don't match, please go ahead and describe the issue in detail and submit a ticket to get manual service. We'll offer a proper solution for you asap. Thank you and have a nice day!Initial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Shein refused to refund me after package was missed and never delivered. I paid $ ***** for this order and placed it on August 30, 2021 The order number is GSHMV9002000VL6. Estimated Delivery Time for this package was about Sep 11 2021 ~ Sep 12 2021.Tracking number: **********************. I paid Shein money for this package but never receive my package. I am very disappointing with these problems. It is very difficult to contact a customer service to report ********************** problems regarding my order. No one responding at Shein website. Then, I found contacted via phone **************, someone told me that I need to place the order again and pay $ ***** for that order. I believe Shein is a corrupt place and trying steal money from customers. I believe Shein is responsible for delivery, safety packages. Shein must refund me $***** for the package I never received. Please resolve this problems. ThanksBusiness response
11/22/2023
Hello, sorry for any inconvenience.
To protect your privacy, we suggest you contact our customer service through this link: ********************************************************************; Please type your question directly in the message box to get an answer or solution.
If the answers don't match, please go ahead and describe the issue in detail and submit a ticket to get manual service. We'll offer a proper solution for you asap. Thank you and have a nice day!Initial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered my items on October 2, 2020 and I received an email and even looked at my SHEIN account and it showed that my items were delivered to my home October 15, 2020, and it is now November 8, 2020 and I have yet to received my items. When will I be receiving my items? The first time I ordered from Shein back in June, my items came in a timely fashion, the second time I have yet to receive anything. I WOULD LIKE MY ITEMS. Or I will no longer a customer to ********************** Product_Or_Service: SHEIN Order_Number: ********************Business response
11/23/2023
Hello good afternoon
We received your complaint at BBB and want to confirm if your issue has already been resolved?
Do you have any further questions that I can help with?
If not, I hope your issue has now been resolved.
If you are satisfied with our service, thank you for updating your review on the BBB website.
Thank you for your understanding and cooperation!
Best regards,
SHEINInitial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered goods of 50 and then got an email saying it has been shipped and I have to contact the carrier to go collect it. No other info. It has not been delivered to my house as I have been home for 2 weeks. I have tried the customer 'service's but noone replies and it's just automated responses. I am very dissatisfied and will be telling everyone I know what a scam this is.Product_Or_Service: Clothing and household Order_Number: GSHM9X00B0003KNBusiness response
11/23/2023
Hello good afternoon
We received your complaint at BBB and want to confirm if your issue has already been resolved?
Do you have any further questions that I can help with?
If not, I hope your issue has now been resolved.
If you are satisfied with our service, thank you for updating your review on the BBB website.
Thank you for your understanding and cooperation!
Best regards,
SHEINInitial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am having an issue as I was telling them on several returns and this order. I have not gotten refunded for the prior returns. I have no problem canceling the dispute I just need to be sure these are fixed as I have been going in circles trying to deal with it. All but this current order have been shipped back to shein. I have no desire to keep these items as they are falling apart so will send them back as well. And All 3 sets have been shipped and should have long since been received.(#1) 9201990224916807574250(#2) 9201990224916807308268(#3) **********************##- Please type your reply above this line -##Your request (********) has been updated. To add additional comments, reply to this email.SHEIN-***** (SHEIN)Mar 1, 2021, 15:52 GMT+8Hi,Hope this email finds you well.This is *****, a senior representative of SHEIN ************* Center.After cross-checked your previous service histotry,we are sorry for what happened.For your order GSHMFH00M000PA5, may I know that if you can return the items back to us, we can offer you a return label, if you can not return them,we can offer you a 50% refund for the order, may I know if it is okay with you 'Also I have noticed that, the order is under dispute, the refund can not be processed by the bank for any order under dispute, please kindly cancel the disputebefore refund. Looking forward to your reply. 'arlmelwalMar 1, 2021, 2:35 GMT+8Chat started: 2021-02-28 06:06 PM UTC(06:06:28 PM) arlmelwal: Return Related(06:06:33 PM) *** Lovely **** joined the chat ***(06:06:35 PM) Lovely ****: Hello! Welcome to SHEIN, and thank you for visiting our siteMy pleasure to assist you today! How may I help you'(06:07:54 PM) arlmelwal: Ok. This is about many questions and concerns over many orders. I do all my unboxings with another employee and neighbor who does rhw same pbotoshoots and there's constantly issues so we're going to have to cancel our accounts. I'll gwt to that in a moment. Thw Product_Or_Service: Product sheim orders MORE THAN Order_Number: Various will add toBusiness response
11/24/2023
Hi! Hope you have a nice shopping experience here.
For any issues, you may contact **************** by app.
Click "me"-->support-->customer service-->type your question directly in the message box to get an answer or solution. If the answers don't match, please go ahead and describe the issue in detail.
We'll be glad to help you further.
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Customer Complaints Summary
2,244 total complaints in the last 3 years.
2,098 complaints closed in the last 12 months.